Job Overview
We are partnering with a leading UK Managed Services Provider (MSP) known for delivering innovative IT solutions and outstanding customer service.
The company promotes a supportive, people-first culture, encouraging growth and career progression across technical and customer-facing roles.
Job Title and Location
Job Title: Technical Service Delivery Manager
Location: York (Hybrid, 1-2 days onsite)
Responsibilities
* Serve as the primary point of contact for a portfolio of managed service clients.
* Manage escalations, coordinating with technical teams to ensure timely and effective resolutions.
* Lead service reviews, onboarding sessions, and client feedback meetings.
* Translate complex technical services into business-friendly language for stakeholders at all levels.
* Build and maintain strong client relationships, driving satisfaction, renewals, and continuous service improvement.
* Collaborate with internal teams to enhance service delivery processes and standards.
Requirements
* 4+ years’ experience in an MSP or IT services environment.
* Previous experience in senior support or infrastructure roles (e.g., 2nd Line Engineer, Infrastructure Engineer, Service Desk Team Lead).
* Strong understanding of ITIL principles and service delivery best practices.
* Excellent communication skills, able to bridge technical and business conversations.
* Proactive, customer-focused, and capable of managing multiple stakeholders.
* Comfortable working in a hybrid environment and adapting to a growing team.
Benefits
* Hybrid working with flexibility to balance office and remote days.
* Opportunity to step into a customer-facing service delivery role without losing technical involvement.
* Career progression in a growing, innovative MSP.
* Supportive, people-focused culture emphasising training, mentorship, and professional development.
* Exposure to a diverse client base and challenging IT environments.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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